VISTANA

HOTEL
ELAINE LEAW
CHOO TECK CHENG
KHAW CHUAN XUAN
 INTRODUCTION
The word hotel was originated a French word called htel

Vistana Hotel is own by YTL Corporation Berhad under YTL

Hotels & Properties Sdn Bhd

BY WHO?
- Tan Sri Dato Seri Yeo Tiong Lay

WHEN?
- 1995

LOCATED AT?
- BUKIT JAMBUL, PENANG
- TITIWANGSA, KUALA LUMPUR
- KUANTAN, PAHANG
 ATTRACTION
SPOTS

ROOMS
FACTORS SUITE
WING
OF
EFFECTIVE
FOOD PERFORMA
&
DRINKS NCE VERVE
TRANSPORTATI
ON
 ROOMS
EXECUTIVE DELUXE ROOM EXECUTIVE SUITE
Available in King & Twin bed Has a large & a separated
arrangements. contemporary living room.
Room size: Room size:
28sqm (KL & Penang) 56sqm (KL)
22sqm (Kuantan) 69sqm (Kuantan)
50sqm (Penang)
Ergonomic design LED bed reading lamps.
Bathroom with modern fittings and large two-mixture shower.
Signature bathroom essentials by Mangosteen.
Hairdryer provided.
Coffee and tea making facilities.
Wi-fi available.
 SUITE WING
TWO BEDROOM SUITE THREE BEDROOM SUITE
Master bedroom with a king-sized bed and separate shower room.
Second bedroom with a double bed.
- Guest room with a double bed.
Separate living and dining room.
Private balcony.
Provides:
Free Wi-Fi.
Access to Suite Wing Executive Lounge.
50 LED television with local and cable channels.
Coffee and tea making services.
Hairdryer, iron and iron board.
Secure key-card access.
Digital safe.
IDD telephone with voice mail.
 FOOD & DRINKS
A. CAF
Asian and Western cuisine is served.
Offers feast of starters, hot dishes and sweets.
Located beside the reception.
Open for breakfast.

B. BARISTA
Grab-and-go coffee bar.
Serves sandwiches, salads and local snacks.
Fruit smoothies, beers and wine are offered.
Located next to Hub 247.
 SWIMMING
POOL

EXECUTIVE
LOUNGE
VERV
E HUB
GYM 247
TRANSPORTATION
 Kuala Lumpur branch Penang branch
National Art Gallery & Istana Budaya Queensbay Mall
Bukit Bintang Golden Triangle Bukit Gambir Waterfall
Kuala Lumpur Performing Arts Centre Penang War Museum
Petronas Twin Towers & Suria KLCC Free Industrial Zone (Bayan Lepas
National Sports Complex

Kuantan branch
Royal Pahang Golf Club

Teluk Cempedak ATTRACTION

East Coast Mall
SPOTS
Titiwangsa Branch Kuantan Branch
No
No WiFi Small room
room proble room & servic
service m swimmin e
Food
Not g pool
provided
enough in low
parking Thin
quality
lot towels
No soap
Not bars &
Penang Branch worth stationa
the ries
Limited price
space for Limited
additional buffet
breakfas
CAUSES OF
bed
t UNDERPERFORMAN
 REMEDY OF POOR

PERFORMANCE
Bad attitude when serving the guests (cafe)
- Staff not smiling.
- As a Service industry, giving a smile is important to consumer.
- Customer will have good impression.
- For example, although the food is tasteless, they will assume
is delicious.
- To solve this issue, management should train their staffs.

Slow service-lack of staffs/employees

- Slow service on room service ,reception and wifi service.
- More training should be provided on the workers to increase
their efficiency.
- So, it does not waste too much of the customers time.
-
 Not hygiene
- Cockroaches found at shower room and dining hall.
- Environmental sanitation is very important especially in hotel.
- To overcome this issue, management needs to work on
strengthening the manpower.
- For instance, cleaning for every three hours.

Dirty swimming pool

- Customers fell ill after using it.
- Clean it everyday to avoid infectious disease from water.
- Set rules such cleaning the body before entering the
swimming pool.
- Not allow to enter the swimming pool without swimsuit.
- Hire a guard to watch over the swimming pool and make sure
everyone follow the rules.

recognised the Top 25 Hotels in Malaysia category in
TripAdvisor 2014 Travellers Choice

identify the worlds most outstanding hotels and are

based on travellers reviews

YTL group fully invested in the upgrading of Vistana

Hotel in 2013

recognising the evolving of the market and the

company

embrace the market trends while remaining true to

the core of the brand and create a great milestone
in YTL Hotels' history

Vistana Hotel has build good relationship with

customers by providing them quick efficient service
and excellent reception

deliver the best service to any customer greeting -

REWARDING
making sure transaction at the register is fast and
pleasant
GOOD PERFORMANCE
prove their customer satisfaction by addressing